Help Desk Specialist Dental IT Corporation

Dental IT Corporation; Richmond Hill; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in dental technology is seeking a Help Desk Technician to deliver outstanding customer service support. The successful candidate will manage incident resolution, maintain a knowledge base, and ensure service delivery aligns with company standards. Ideal candidates possess extensive hardware and software support experience, with strong communication and multitasking abilities, ready to thrive in a fast-paced environment.

Qualifications

• 5 years in Help Desk or Technical support role required.
• Extensive application and hardware support experience needed.
• Certification A+ or equivalent preferred.

Responsibilities

• Provide 1st and 2nd level incident support and resolution.
• Diagnose and resolve hardware, software, and network issues.
• Create and update customer status and information.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

University Degree or College Diploma in Information Technology

Tools

A+

Microsoft Office 2016/2019/365

DNS

DHCP

TCP/IP

Job description

Summary:

This role focuses on delivering exceptional customer service support within established service level agreements, adhering to both company and industry standards. The specialist is responsible for providing prompt, reliable, and accurate information to customers, ensuring effective communication at all times. All duties and responsibilities are performed in alignment with the Core Values of Dental IT Corporation.

Responsibilities and Duties:

• Provide 1st and 2nd level incident support and resolution
• Interact with customers to provide and process information in response to inquiries, concerns, and requests
• Diagnose and resolve Hardware, Software, Network, Internet, Email and Peripherals issues
• Escalate incidents as necessary per established escalation policies and SLAs
• Direct unresolved issues to the next level of support
• Escalate issues to Level 3/4 resources efficiently
• Create, follow-up and update customer status and information
• Record, track, and document the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Create and maintain a comprehensive Knowledge Base
• Follow IT Policies and Procedures
• Provide support for hardware and software rollout projects
• Perform all other duties as assigned by the supervisor

Qualifications and Skills:

• University Degree or College Diploma in a related field of Information Technology, or equivalent experience
• Minimum of 5 years’ work experience in a Help Desk or Technical support role, preferably in a mid to large size organization
• Extensive application support experience. (3-5 years MS Server 2012/2016/2019/2022, AD, LAN/WAN, Router/Switches, Internet and Network Security, Antivirus, VPN and Backup)
• Extensive hardware support experience. (3-5 years Desktop, Server, LAN/WAN, Router/Switches, Firewall support)
• Good understanding of DNS, DHCP, TCP/IP, Group policies, SQL and OS virtualization
• Knowledge of Microsoft office 2016/2019/365, setup and troubleshooting
• Proven experience providing support while working with 3rd party hardware and software vendors
• Confident and effective communication (written & verbal) and interpersonal skills
• Highly service-oriented with exceptional customer service, organizational and follow up skills
• Certification of A+ or equivalent
• Dental software knowledge is an asset
• Basic ITIL knowledge
• Strong computer literacy, Windows desktop & server, networking and Internet knowledge
• Knowledge of Microsoft outlook, exchange, email setup & troubleshooting
• Punctual and committed to work schedules
• Able to multitask in a fast-paced environment
• Strong teamwork skills and accountability

Please send resume to [e-mail]

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.